Bilingual Help Desk Specialist & Contact Center Rep

OSV; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

OneSource Virtual (OSV) is seeking a Bilingual Help Desk Specialist & Contact Center Representative to support the Benefit & Employee Services Team. You will use Workday and Zendesk to resolve inquiries from internal and external customers, with a focus on providing clear guidance and rapid resolution.

The role requires Spanish language proficiency, excellent communication, and the ability to work 10am–7pm.

Qualifications

• HS Diploma required.
• 1-2 years of customer service or related experience and/or training.
• Fluency written/spoken in Spanish is required.
• Must be able to work the hours of 10am to 7pm.
• Must have the ability to learn basic Employee Self Service functionality for the Workday platform.
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…).
• See summary for language preferences.

Responsibilities

• Dedicated to myFlexWallet processing.
• Provide professional, timely service to internal and external customers.
• Assist with Workday navigation requests and access.
• Maintain performance metrics and SLA adherence for cases.
• Escalate issue to Lead/Corporate when needed.
• Participate in ongoing training and cross-team collaboration.
• Suggest process improvements or automation opportunities.
• Meet or exceed performance standards.
• Handle additional duties as assigned.

Skills

Spanish language

Customer service

Education

HS Diploma

Bachelor’s degree preferred

Tools

Microsoft Office

Outlook

HRIS

Workday

Zendesk

Job description

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.

Position Summary/Objective

The Bilingual Help Desk Specialist & Contact Center Representative is responsible for supporting the Benefit & Employee Services Team and utilizing Workday and Zendesk ticketing technologies. There may be language requirements for this position in addition to English.

Essential Functions/Duties/Responsibilities

• Dedicated to myFlexWallet processing
• Provide professional and timely service to internal and external customers
• Effective communication skills via telephone, email, and in-person
• Provide Workday platform navigation and access assistance to contact center requests.
• Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
• Escalation of service delivery issues to on-site Lead and Corporate contacts as appropriate
• Participate in ongoing training relative to the functional area
• Form strong partnerships within the department and organization
• Identify and document areas of improvement or innovation through process change or automation
• Meets or exceeds all performance standards
• Assumes other duties as assigned by the Manager

Competencies

• Effective communication skills via telephone, email, and in-person
• Must be willing to adapt and display a positive attitude
• Ability to work independently and as part of a team
• Must value and promote team spirit, have an outstanding interpersonal skill set; and exhibit professionalism within the workplace
• Maintain punctuality and adherence to set schedule with extra hours as needed
• Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
• Analytical skills; strong research and follow-up skills
• Ability to multi-task

Supervisory Responsibility

This role does not have supervisory responsibilities

Qualifications and Experience

• HS Diploma required
• 1-2 years of customer service or related experience and/or training
• Fluency written/spoken in Spanish is required.
• Must be able to work the hours of 10am to 7 pm
• Must have the ability to learn basic Employee Self Service functionality for the Workday platform
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
• See summary for language preferences

Preferred Skills

• Bachelor’s degree preferred

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.